Service Desk Support Tech I

University of Rochester; City of Rochester (NY); On-site; USD 28,000 - 39,000; Full time

Job summary

The University of Rochester is seeking a full-time Service Desk Technician at 30 Corporate Woods, Brighton, NY 14623. This role provides first- and second-level troubleshooting for desktop hardware, software, printers, networking, and remote access, with on-call rotation for after-hours support.

Minimum qualifications include a high school diploma or equivalent and 1 year of customer service experience; equivalent combinations are acceptable. CompTIA A+ is preferred.

Qualifications

• Minimum Education: High School diploma or equivalent and 1 year of customer service or related experience.
• Or equivalent combination of education and experience.
• Previous Service Desk or Call Center experience preferred.
• Experience working with eRecord preferred.

Responsibilities

• Provides first- and second-level troubleshooting and support for a variety of services, including desktop applications, printers and scanners, networking, hardware and operating systems.
• Offers first- and second-level technical response to customer requests and urgent issues at on-site and off-site locations.
• Uses automated processes to reduce waste or inefficiencies in operations.
• Delivers excellent customer service in all interactions and communicates clearly with users.
• Acts as an on-call resource for the Service Desk.
• Keeps up with current desktop and LAN technologies through education and seminars.

Skills

Customer service

Communication skills

Problem solving

Windows OS

Microsoft Office

LAN/WAN basics

On-call availability

Education

High School diploma or equivalent

1 year customer service or relevant experience

Or equivalent combination of education and experience

Job description

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address): 30 Corporate Woods, Brighton, New York, United States of America, 14623

Worker Subtype: Regular

Time Type: Full time

Scheduled Weekly Hours: 40

Department: 900084 ISD Customer Service Business

Work Shift: UR - Day (United States of America)

Range: UR URG 105 H

Compensation Range: $20.34 - $28.51

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities

Provides first- and second-level troubleshooting and support for a variety of services, including but not limited to, desktop applications, printers and scanners, networking, hardware and operating systems. Understands and supports University-supported applications. May participate in on-call rotation as needed.

Essential Functions

• Provides troubleshooting and resolution for technical issues related to computing hardware, operating systems, application software, email, networking, printers and scanners, backup utilities, antivirus, whole disk encryption and remote access.
• Provides first- and second-level technical response to customer requests, maintenance and urgent and emergency technical problems associated with computer systems, both at on-site and off-site locations.
• Utilizes automated processes to reduce waste or inefficiencies in operations.
• Consults with customers to understand their needs, providing excellent customer service in all interactions.
• Acts as an on-call resource for the Service Desk.
• Keeps abreast of current desktop and LAN technologies through continuing education, journal review, web searches and formal seminar opportunities.
• Other duties as assigned.

Minimum Education & Experience

• High School diploma or equivalent and 1 year of customer service or other relevant experience required
• Or equivalent combination of education and experience
• Previous Service Desk or Call Center Experience preferred
• Experience working with eRecord preferred

Knowledge, Skills And Abilities

• Ability to travel between work sites required
• Flexibility to work shifts necessary to accommodate 24/7 coverage, which may include nights, weekends and holidays required
• Exceptional customer service skills required
• Strong communication skills required
• Excellent problem-solving skills required
• PC and Windows knowledge, particularly Microsoft Office suite required
• Basic understanding of LAN/WAN technologies preferred

LICENSES AND CERTIFICATIONS

• CompTIA A+ Certification upon hire preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.